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Business Systems Solutions Architect - Customer Experience

Company Description

Dynatrace exists to make the world’s software work perfectly. Our unified software intelligence platform combines broad and deep observability and continuous runtime application security with the most advanced AIOps to provide answers and intelligent automation from data at an enormous scale. This enables innovators to modernize and automate cloud operations, deliver software faster and more securely, and ensure flawless digital experiences. That is why the world’s largest organizations trust Dynatrace® to accelerate digital transformation.

We're an equal opportunity employer and embrace all applicants. Dynatrace wants YOU—your diverse background, talents, values, ideas, and expertise. These qualities are what make our global team stronger and more seasoned. We're fueled by the diversity of our talented employees.

Job Description

Dynatrace exists to make the world’s software work perfectly. Our unified software intelligence platform combines broad and deep observability and continuous runtime application security with the most advanced AIOps to provide answers and intelligent automation from data at an enormous scale. This enables innovators to modernize and automate cloud operations, deliver software faster and more securely, and ensure flawless digital experiences. That is why the world’s largest organizations trust Dynatrace® to accelerate digital transformation.

Are you looking for an influential role on a great team? The Business Systems organization at Dynatrace is responsible for Sales, Finance, HR, and Customer Experience SaaS apps, Application Integrations and Business Intelligence. This close-knit team of Business Relationship Managers, Developers, Architects and Administrators collaborate to design and build scalable solutions that support Dynatrace’s strategic objectives and improve productivity for our Customer Success stakeholders.

As a Solution Architect, you will use your business operations and Customer Service technology experience to optimize architectural design, provide strategic consulting to our development team, and advance the business user experience. Enterprise applications include Zendesk, Totango, Slack and multiple integrated applications.  You will partner with cross functional teams to define and translate business requirements into enterprise business solutions.  As a proven Customer Experience Solutions Architect, you will support business strategy initiatives, through requirements and process models, technical solution design and development. This customer experience process role will give you a unique opportunity to influence innovation, technology, and transformation of business operations while providing hands-on development and expert-level mentoring.

Responsibilities:

  • As a technical expert and business process leader, in collaboration with business analysts and business owners, develop an understanding of the business processes and operations, documenting requirements, process flows, technical objects, and release step details (change controls, data migrations, and step-by-step order of operations) as well as configuration and solution design.

  • Provide Zendesk and Totango subject matter technical expertise throughout the SDLC. Provide hands on development utilizing, workflows, triggers, macros, web development, API’s, and other standard technologies.

  • Identify, recommend, and deliver value-add solutions, tracking development progress and approving changes to ensure they have successfully passed testing across all environments.

  • Work closely with vendors to document and request feature enhancements.

  • Provide Customer Service expertise related to solution design, data, integrations, performance analysis, security, and analytics

  • Ensure strict adherence to SDLC principles aligned with DevOps methodology, security, and compliance

  • Lead and oversee the end-to-end DevOps and release process from development environment to production, including source code repositories

  • Participate and influence agile cadence improvements, story estimation, solution, and technical documentation as well as sprint planning, release planning and execution.

  • Act as influencer; lead peer solution design sessions, team-based proof of concept and product demonstrations.

  • Continuously assess current application solution stack; research, identify, test, certify and select new technologies that enhance automation, streamline internal operations, and improve the end-user experience.

This position does not have direct reports

Qualifications

  • Experience in Customer Success Operations, Sales Operations, and/or IT Business Analyst roles

  • 5+ years of technical experience working with customer service SaaS applications preferably Zendesk or similar apps, Zendesk administrator certification a plus. Previous experience with Customer service, managed packages, integrations, and business analytics.

  • 5+ years of experience in the SDLC development process

  • In-depth knowledge of service desk ticketing, live channel support systems, API/App, and out-of-the-box Integrations

  • Experience with Customer360 apps and analytics

  • Experience with DevOps applications Release Management technologies and source control repositories

  • Proven Influencer skilled with the ability to lead by example, mentorship and gain trust within a large cross organizational team.

  • Deep understanding of SDLC security principles and compliance to safeguarding sensitive information

  • Comfortable leading projects and engaging with senior level stakeholders will be required.

  • Experience working with agile methodologies

Why work at Dynatrace?

Some companies claim leadership, Dynatrace proves it. We're redefining the rules of performance, with a focus on what it takes for companies to succeed in today's digital economy. Being a trailblazer is hard work and we need dedicated team players that will work to ensure Dynatrace remains #1 in the market.

Do you have what it takes to revolutionize the performance industry? We need big thinkers who don't settle for the status quo and want to push their careers to the next level. Think you have what it takes? We want to hear from you.

Additional Information

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All your information will be kept confidential according to EEO guidelines.

We offer competitive compensation, company-sponsored premium benefits, medical, dental, vacation/holidays, company matching 401(k) Plan, etc. Dynatrace is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, gender identity, religion, national origin, ancestry, citizenship, physical abilities, age, sexual orientation, creed, disability status, veteran status, pregnancy, genetic status, or any other characteristic protected by law.  If your disability makes it difficult for you to use this site, please contact recruiting@dynatrace.com. Dynatrace participates in E-Verify, participant information in English and Spanish. Right to work information in English and Spanish. EEO is the Law/EEO is the Law Supplement. To be considered for this position, please upload your resume/CV.

Dynatrace requires all US employees, contractors or guests entering a US office or event to register with the CLEAR app with their vaccination information or self-certify that they have tested negative for Covid-19 within 48 hours prior to arrival.

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